CS Technology Enablement Specialist

ScriptPro•Mission, KS

2d•Hybrid

About The Position

ScriptPro develops, sells, and supports state of the art robotics and services in thousands of pharmacy settings around the United States and Canada. ScriptPro’s Customer Service department delivers high-quality support across a range of products and systems, helping customers navigate technical challenges with confidence. This team operates in a fast-paced environment where problem-solving, adaptability, and continuous learning are key. Every interaction is an opportunity to make a direct impact by resolving issues, building customer trust, and playing a critical role in the overall customer experience. The CS Technology Enablement Specialist works closely with Customer Service (CS) and Information Services (IS) to support technology-driven improvements across CS operations. This role helps translate operational needs into clear user stories, supports testing and implementation, and validates that new tools or enhancements are accurate, usable, and effective. This individual will partner with CS leadership and technology teams to identify process improvement opportunities and help ensure solutions meet business needs. The position also supports adoption efforts by gathering feedback, improving workflows, and helping frontline representatives use technology more effectively.

Requirements

Bachelor’s degree in Information Technology, a related field, or equivalent related work experience
1+ years experience working with ScriptPro products, services, and internal environment
Understanding of ScriptPro CRM (Siebel), Call Center Technology (Avaya PBX, IVR) as well as defect tracking and development tools (Azure Dev Ops).
Experience with current Customer Service support team operations and related activities.
Familiarity with call quality monitoring, call engagement, and workforce processes.
Experience supporting automated solutions and contact center technologies.
Knowledge of privacy, PHI, PII, and additional governance requirements.
Experience documenting business requirements and user stories.
Proven ability to manage and drive projects to completion.
Strong analytical and critical thinking skills with the ability to assess complex problems and identify root causes
Strong interpersonal skills with the ability to build relationships and collaborate across cross-functional teams and all organizational levels
Excellent organizational and time management skills, with the ability to manage multiple tasks and priorities effectively
Excellent verbal and written communication skills, with the ability to tailor messaging to diverse audiences and stakeholders
Must have high-speed reliable internet access with a hard-wired connection
Must have a distraction free home office workspace
Must be willing to participate in video virtual meetings (camera on)
This position includes responsibilities for ensuring compliance with cybersecurity and privacy policies to support the safeguarding sensitive data, including personally identifiable information (PII) and Protected Health Information (PHI).
Completion of annual cybersecurity and privacy awareness training is required, as the role aligns with the organization’s security posture and risk management practices.
All duties are defined in accordance with standardizations to ensure consistency and accountability of the policies.

Responsibilities

Serve as a dedicated CS Technology Enablement Specialist ensuring technology is usable, adopted, supported and valuable to the CS organization.
Partner closely with Information Systems (IS), Business Analysts (BA), Developers, technology experts, and CS leadership to drive service improvements via technologies, remove barriers to success, and confirm available services are being adopted.
Develop, document, and define requirements and user stories supporting technology driven service improvements.
Lead and participate in project planning meetings, engage in user acceptance testing, implementation activities, and post release monitoring and enhancements.
Track enhancements/change requests, defects, and operational issues; communicate updates to appropriate teams and drive timely resolution.
Validate technology outputs for accuracy, consistency, and usability. Compare results generated by technologies to customer service interactions ensuring reliability of data prior to organizational adoption.
Establish processes for validating generated content and measure performance against business expectations.
Support privacy and compliance requirements by validating processes used to identify, redact, remove, and securely control sensitive information.
Assist with CS team training, communication, and adoption efforts by gathering end-user feedback on newly implemented technologies.
Developing best practices, usage guidance, and supporting documentation for technologies.
Perform other duties as assigned